Senior Customer Success Strategist

19 hours ago

Sydney, New South Wales, Australia beBeeCustomerSuccess Full time $130,000 - $170,000

Job Title: Senior Customer Success Strategist

The role of a Senior Customer Success Strategist is pivotal in building, leading and scaling the customer success function. This position is responsible for designing the foundation for customer success and growing it into a scalable, high-performing function.

  • Develop onboarding processes and tiered support aligned to contract value, school size and customer needs.
  • Own customer health tracking and success metrics including onboarding milestones, adoption, satisfaction and net revenue retention (NRR).
  • Partner with Sales to ensure seamless handovers, joint success planning and identification of upsell opportunities.
  • Champion the customer voice in product and partnership conversations ensuring school needs influence roadmap and collaboration.
  • Align workflows and training to the academic year and school operations.
  • Develop frameworks, playbooks and systems that scale across schools, Microsoft partners and customer segments.

Leadership & Growth:

  • Recruit, lead and grow an initial team scaling in line with market expansion.
  • Set performance standards, coach the team and embed repeatable best practices.
  • Facilitate joint customer success reviews with Microsoft to ensure alignment across sales, product and service delivery.
  • Report on key customer metrics to executive leadership and strategic partners.

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